Subject: Re: Courier Partner Escalation Matrix
From: Syed Ataullah <[email-masked]>
To: anslem misquitta <[email-masked]>
Cc: Sanaa Hammad <[email-masked]>, Nada Hattar <[email-masked]>, Malek <[email-masked]>, murtaza kutiyanawala <[email-masked]>, ahmed zoher <[email-masked]>, HomeBox Customercare UAE <[email-masked]>, Sabry Yousef <[email-masked]>, amir aziz <[email-masked]>, Taima Zeid <[email-masked]>, Muzahir Abbas <[email-masked]>, sameer hasan <[email-masked]>, Peter Dsouza <[email-masked]>, olm dxb <[email-masked]>, Vijay Pokhriya
Date: Wed, 16 Nov 2022 01:04:40 -0700 (MST)

Hello Anslem. 

Thanks for update. 

FYI new agents does not have child ticket access to open or add note or do anything, is it possible to give them access or we do have any other solution of it. 

Regards 
Syed 

From: "anslem misquitta" <[email-masked]> 
To: "Sanaa Hammad" <[email-masked]>, "Nada Hattar" <[email-masked]>, "syed.ataullah" <[email-masked]>, "Malek" <[email-masked]> 
Cc: "murtaza kutiyanawala" <[email-masked]>, "ahmed zoher" <[email-masked]>, "HomeBox Customercare UAE" <[email-masked]>, "Sabry Yousef" <[email-masked]>, "amir aziz" <[email-masked]>, "Taima Zeid" <[email-masked]>, "Muzahir Abbas" <[email-masked]>, "sameer hasan" <[email-masked]>, "Peter Dsouza" <[email-masked]>, "olm dxb" <[email-masked]>, "Vijay Pokhriyal" <[email-masked]>, "Mani Choudhury" <[email-masked]>, "olm auh" <[email-masked]>, "Sridhar Katta" <[email-masked]>, "Raja Ramachandran" <[email-masked]>, "Sameer Sadiq" <[email-masked]>, "Ashish Karini" <[email-masked]>, "Faizal Maradeya" <[email-masked]> 
Sent: Tuesday, 15 November, 2022 14:41:20 
Subject: Courier Partner Escalation Matrix 

Hi Team, 

Going forward, we will not send any direct emails to LMG for any complain regarding Late Delivery/Late Collection/POD. 

We will update all complains/dispute on Fresh Desk in child ticket (We will still follow the escalation matrix for quick resolution). 

In case you come across any child ticket which is closed without resolution you will not open a new ticket, you will re-open the same ticket and update the notes accordingly. (E.g. For new RVP, updating phone/address ect.) 

Child ticket will still be under Sameer Hassan’s name as we have not got any communication from LMG to change that. 

For 3PL (3 rd Party Courier Partners) – Please follow the escalation matrix accordingly. 

[ mailto:[email-masked] | @Ashish Karini ] – Please instruct the courier partner not to deliver the packages outside the house/office without customer consent/knowledge to avoid complains/disputes from customers (This is as per SOP’s). 

[ mailto:[email-masked] | @Faizal Maradeya ] – Adding you in this email as these are ecom orders. (For more information attached email for your reference) 

Feel free to contact me if any help/clarification required. 

	

Anslem Misquitta 

Retail Operations - Customer Care 

T : 800 HOMEBOX (4663269) 

F : +971 4 5172380 

E : [ mailto:[email-masked] | [email-masked] ] 

Landmark Tower, Dubai Marina 

P.O.Box 282028, UAE. 

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